Complaints

This profile includes complaints for Walt Disney World Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Walt Disney World Company

  P O Box 10000 Legal Department Lake Buena Vista, FL 32830

• 

  Walt Disney World Company

  1390 Celebration Blvd Celebration, FL 34747-5166

• 

  Walt Disney World Company

  900 Cayman Way Lake Buena Vista, FL 32830

• 

  Walt Disney World Company

  4401 Grand Floridian Way Lake Buena Vista, FL 32830

• 

  Walt Disney World Company

  1050 Century Drive PO Box 10000 Lake Buena Vista, FL 32830

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/27/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BBB doesn't support videos. I can email those to you. Parks:Magic Kingdom and Animal Kingdom DATES: 3/25/24,3/26/24. We utilized the handicap parking lot. Upon arriving at the tram area, we were informed that the tram was not servicing handicapped parking. This resulted in an arduous journey of over a half mile on foot to reach the first entrance, while we observed the tram passing by multiple times with other guests. The unnecessary hike had a significant impact on our handicapped passenger. The Disney wheelchairs were all booked, so none were available to us. Our park experience was marred by the numerous ride closures and extended wait times. Upon arriving at Animal Kingdom, we discovered that ***************** was closed for the entire day and Kilimanjaro Safari was temporarily unavailable. This significantly caused a domino effect of issues. Due to the closure of multiple attractions, there was a noticeable backup of guests at the remaining open rides. As a result, we endured horrendous wait times, standing in line from 2-3 hours for each attraction. We waited 3 hours in line to ride Avatar Flight of *******, 2 hours for Kilimanjaro Safari, 2 hours for Navi River Journey, and 1 hour 45 minutes for Expedition Everest.The wait caused us to miss our lunch reservation. We were unable to ride a fraction of the rides in the park. Additionally, we were disappointed to learn that the Festival of the Lion King closed early at 5 pm, further limiting our entertainment options for the day. We waited in line 45 minutes to ride the *** Train, only to be informed that it was experiencing difficulties & inoperable. Additionally, two of the most popular attractions,********************* were closed for the day. To exacerbate matters, as we attempted to depart the park, we encountered further inconvenience as the monorail was also out of service. Therefore, we were forced to ride the ferry, which was an inconvenience because one of our guests gets motion sickness on boat rides.

  Business Response

  Date: 05/03/2024

  Thank you for contacting us on behalf of ****************.
  
  Our records indicate a Cast Member spoke with **************** on April 6, 2024 and appropriately addressed her concerns at that time.
  
  Kindest regards, 
  
  Guest Experience Support & Solutions
  **** Disney World Resort 

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 21633724
  
  I am rejecting this response because the cast member that I spoke with did not address my concerns. He said that there is nothing that he can do to help. I have a recording of the conversation. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/15/2024

  Thank you for  your additional correspondence on behalf of ****************.

  Please be assured ****************' concerns we appropriately addressed through a phone conversation on April 15, 2022. 

  Kindest regards

  Guest Experience Support & Solutions

  **** Disney World Resort

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21633724
  
  I am rejecting this response because nothing has been resolved. In fact, the representative informed me that he is not going to be able to do anything about the  lack of accomodations for my disabled family and the closure of multiple rides, including the train and the monorail. We had to travel by boat back to the parking lot due to this. The company states "Please be assured ****************' concerns were appropriately addressed through a phone conversation on April 15, 2022" . Nothing was resolved.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/15/2024

  Please reopen this case. You stated that the business states that they addressed my complaint. However, they never provided the BBB with proof of them addressing my complaint and they never provided you with proof that the complaint was resovled. The reason for this is that they never addressed my complaint. Can you request that the business provide the BBB with substantiated proof that they addressed my complaint?

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2022, I purchased a gift card for $200 for Disney to be redeemed at multiple in-person locations and their online retailer, the Disney Store. In November 2022, I attempted to use the gift card at **** Disney World and the transaction did not go through. I spoke with a member of guest services who could not resolve the issue. I then met with another member of guest services at **** Disney World in May 2023 who verified the balance of $200 and assured me the gift card should work. It did not work. I tried to resolve the issue again in person at **** Disney World in September 2023 and January 2024. I called the ***************************** ***************) on April 16, 2024 at 2 pm. I was told that there was a temporary hold placed on the card and an escalation request would be sent to remove it and that the card would be available to use after 3-5 hours. I was not told why a hold had been placed on the card in the first place. After the aforementioned time period, I tried to use the gift card online at the Disney Store and it did not work. I called the line again and was told the same thing as the first call except this time that I would need to wait ***** hours. After the time period passed, the gift card still did not work. I called at 4 PM on Friday, April 19 and was once again told that the card was on hold and that a THIRD escalation request would be submitted to remove the hold. I provided my name and phone number for the third time. I was told to wait 30 mins to 1 hour and try again. I have waited the specified time period and the gift card did finally work. However, I have wasted much time and energy dealing with this absolutely ridiculous issue. I am requesting an apology and assurance that the customer service of the gift card department line will be improved.

  Business Response

  Date: 05/05/2024

  We are pleased to inform you that we have successfully resolved the issue with the Guest's Disney Gift card. After investigating, we found that a temporary hold had been mistakenly placed on the card, which has now been removed, allowing the card to be used as intended. We apologize for any inconvenience caused and assure that we are committed to improving our ************* processes to prevent similar issues in the future. Despite our attempts to communicate directly with the guest, we were unable to reach them. We appreciate their feedback and are available to address any further concerns.

  Business Response

  Date: 05/06/2024

  Date Sent: 5/5/2024 5:03:38 PM
  We are pleased to inform you that we have successfully resolved the issue with the Guest's Disney Gift card. After investigating, we found that a temporary hold had been mistakenly placed on the card, which has now been removed, allowing the card to be used as intended. We apologize for any inconvenience caused and assure that we are committed to improving our ************* processes to prevent similar issues in the future. Despite our attempts to communicate directly with the guest, we were unable to reach them. We appreciate their feedback and are available to address any further concerns.

  
  

• Initial Complaint

  Date:04/17/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For several years now every time I have to reserve a Disney hotel or buy Disney tickets my cards, or my husband's cards will not pass and I am unable to buy anything related to my name. Every time my brother comes from ****** is the same frustration, hours and hours on the phone trying to figure out the problem, I don't owe any money to Disney and never had any issues with Disney. My name is blocked, somehow somebody did something with my name, address, phone number or I don't know with what.In 2022 I had a friend to book and pay all the hotel and tickets for me and I had to transfer my money to her. ITS JUST AN ABSURD. LIKE MY HUSBAND SAYS THEY DON'T DESERVE TO HAVE YOU AS A GUEST AS EVERY TIME IS THE SAME BS. I even bought a gift card at ********** to make the payment and didn't go through, it's something with my name in your system. IT'S A TYPE OF BULLYING DO YOU UNDERSTAND?I just called now to make a reservation for July as my brother is coming and same story, sorry the cards are not going through (with plenty of money in the card) someone will call to resolve the problem. AND NOBODY EVER CALL. ITS A DISRESPECT. FIX YOUR SYSTEM AND GET MY RESERVATION BOOKED. I AM NOT ASKING A FAVOR I'M PAYING.THE REPRESENTATIVE SAID I HAVE 5 DAYS TO PAY FOR HIS RESERVATION. WELL, I CAN PAY IF YOUR SYSTEM ACCEPT MY CARD.Date: Wednesday, Apr 17, 2024 Confirmation Number: ********

  Customer Answer

  Date: 04/21/2024

   

  Since my call on the 18 to Disney nobody called me back with a solution, they told me a representative was going to call me. my reservation that is not paid for the hotels is going to expire in 2 days.

  Business Response

  Date: 04/24/2024

  This concern has been resolved with our Billing and ******************* contacting ******** and informing her on next steps to secure her reservation.

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21590174
  
  I am rejecting this response because: BECAUSE THE PROBLEM WAS NOT RESOLVED YET, AS SOON IT IS RESOLVED I WILL LET YOU KNOW TO CLOSE THE CASE.

  I'M EAGERLY WAITING FOR A CALL.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 04/25/2024

   

  NO CALLS RECEIVED AS OF TO*** 04/25/24. 

  KEEP IN MIND THAT ON 04/29 IS THE *** I AM ALLOWED TO RESERVE THE ***** AT BEAUTY AND THE ***** AT MAGIC KINGDOM.

  IF I DONT HAVE MY HOTELS BOOKED AND MY TICKETS RESERVED, I CAN'T MAKE THE RESERVATION AT THE RESTAURANT

  AND IF I DONT MAKE THE RESERVATION I MAY NOT BE ABLE TO GET THE RESTAURANT AS THEY BOOK FAST.

   

  Customer Answer

  Date: 04/27/2024

   

  SPOKE WITH ****** FROM DISNEY YESTERDAY, HE SAID IS THE TOP MANAGER ( I REALLY DOUBT) HE SAID HE SEES MY ACCT IS BLOCKED BUT CANT UNBLOCK. HE DOESNT KNOW WHY THEY BLOCKED ME, THERE IS NO REASON IN THE SYSTEM, HUMMM??? ( ISN'T HE THE MANAGER??)

  HE MADE THE RESERVATION FOR ROOMS AND HE SAID THE ONLY WAY IS TO DO A WIRE TRANFERS TO DISNEY. HOW DISTURBING IS THAT?

  BBB - THE RESPONSE FROM **** DISNEY IS INCORRECT WHEN THEY SAID THEY FIXED THE PROBLEM. THE PROBLEM IS NOT FIXED. DO NOT CLOSE THE CASE.

   

  Business Response

  Date: 04/30/2024

  Thank you for contacting us on behalf of *******************************. Our records indicate that a Cast Member contacted ********* on April 24th and appropriately addressed his/her concerns at that time.

  Business Response

  Date: 04/30/2024

  Date Sent: 4/30/2024 12:51:27 PM
  Thank you for contacting us on behalf of *******************************. Our records indicate that a Cast Member contacted ********* on April 24th and appropriately addressed his/her concerns at that time.

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21590174
  
  I am rejecting this response because: the problem was not fixed, I still can't make any payments online. They gave me the option to do a wire transfer. PROBLEM NOT FIXED.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/07/2024

  Thank you for contacting us on behalf of *******************************.  The resolution provided by our Cast Member on ***** is the appropriate response for the Guest's concern.  

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21590174
  
  I am rejecting this response because:

  they just put a band aid in the problem they told me to wire the money

  MY NAME IS STILL BLOCKED FOR NO REASON IN THE SYSTEM 

  UNBLOCK MY NAME TO RESOLVE THE PROBLEM- GET YOUR IT PEOPLE TO WORK 

  THIS IS DISCRIMINATION YOU GUYS BLOCKED FOR NO REASON OR IF THERE IS ONE REASON LET ME KNOW HERE 

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of 2023 our family took a vacation to Disney World, the 12 of us staying on Disney property.We came home infested with bed bugs which required much effort to address and some expense to have Black Diamond Pest Control eliminate them.When we contacted Disney they refused to cover the extermination costs.

  Business Response

  Date: 05/02/2024

  We have reached out to the Guest ***********************.

   

   

  Business Response

  Date: 05/02/2024

  Date Sent: 5/2/2024 11:05:03 AM
  

  We have reached out to the Guest ***********************.

   

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21583930
  
  I am rejecting this response because:
  The response from the business was just that the first contacted department sent it on to another department.

  There has been no suggested resolution yet.
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/12/2024

  We reached out to Guest on May 2, 2024, sharing that his concerns would be handled by Guest Claims. Guest's disappointment is with their handling and resolution, which is not shared with us. There is nothing more we are able to do for this Guest. 

  Customer Answer

  Date: 05/13/2024

  I am confused.

  Disney did not respond to me.  All they did was tell me they had received my complaint and sent it to another department and I would be hearing something from that second Department.  
  I have not been contacted by that second department.  Please reopen my complaint.

• Initial Complaint

  Date:04/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,My wallet was stolen last night near *******, ** under ************** Case 24-5697.My Disney Rewards Redemption Card of $45.05 was included in the wallet that was stolen. The wallet will not be recovered.Please send me a new Disney redemption card for the amount of $45.05 to **** or *********************, ********************************.

  Business Response

  Date: 04/18/2024

  Thank you for contacting us on behalf of *******************************. 
  
  Our records indicate that a Cast Member contacted *****************************;by email on April 18, 2024, and appropriately addressed his concerns at that time. We would invite *****************************;to reach out to the appropriate department to answer his additional questions at the contact information provided in that correspondence. 
  
  Kindest regards, 
  
  Guest Experience Support & Solutions **** Disney World Resort

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We entered animal kingdom on 4/9/24 at 1:00pm. The chubby Hispanic lady was rude, unprofessional and insisted on seeing my ID for annual pass member parking even after I had showed my pass, and tapped Apple Pay. I was never asked for ID before but I guess it was my lucky day! I feel like they should be more consistent with ID check or not, even after my pass was tapped she still wanted to see my ID. Cars at other gate were able to pass through without being asked for anything I wanted to know why was I being targeted by this lady? Thanks to her for ruining our magical day!

  Business Response

  Date: 04/17/2024

  Thank you for contacting us on behalf of **********************.

  We regret ************************** disappointment with his recent visit. We would invite him to contact us directly at *************************************************************** so that a Cast Member may directly address his concerns.

  Kindest regards, 

  Guest Experience Support & Solutions

  **** Disney World Resort 

  Customer Answer

  Date: 04/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While entering into ***************** the second time in less than 10 minutes my bag was searched and my Jabbra headphones were removed from my bag and were not returned to my bag. After I departed the baggage check I was under the presumption that the staff employed by Disney was professional and competent. It is now clear that is not the case. At best the security staff is incompetent and at worst they are thieves. I went to guest services on multiple occasions in attempt to recover my property, only to be told they didnt have it. I want my headphones replaced. It is bad enough that people are charged an astronomical amount of money to get into the parks and ride rides, guests should not have to worry about having their stuff stolen by Disney as well.

  Business Response

  Date: 03/29/2024

  Thank you for contacting us on behalf of ************. 
  
  We regret **************** frustration with his recent visit. We would invite him to reach out to us directly at *************************************************************** for further assistance. 
  
  Kindest regards, 
  
  Guest Experience Support & Solutions
  **** Disney World Resort 

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/11/2024 9:28am, I purchased three 2-day theme park tickets using the Disney World app. It was made under the account **************************** The order confirmation number is XMBR81141514. The total amount charged was $986.50. In the same evening, 03/11/2024 around 7pm, I found out the tickets I have paid for disappeared in app. I immediately called customer service. An agent told me that the tickets were cancelled. I certainly did not cancel those tickets. She proceeded to tell me to call security ************. I called and ***** who picked up immediately transferred me back to ticketing. The next agent after hearing my story, immediately transferred me to another agent who told me again to call security. ***** picked up again. It turned out that ***** is security as in police. Why a ticketing issue has anything to do with security is perhaps the magic experience Disney has advertised. ***** transferred me back to ticketing. This time the agent transferred me to Ticketing Escalation. The agent who picked up was ****** who refused to give me his last name or his employee ID number. ****** told me that the order was cancelled, but couldnt say anything about the reason for cancellation, just kept repeating that it was cancelled and that I have to rebook. When I asked why I didnt get any email notification or any notification at all for the cancellation, he said usually cancellation emails are not sent. I then asked him could he please send me an email as proof of cancellation, he said he couldnt. I dont know if this is business fraud, but definitely it is business misconduct. When Amazon cancels your order, you get an email as proof of no-service/product. Apparently, Disney does not do that. ****** told me that the entire amount is going to be refunded, but again cannot give proof of such refund having taken place.I contacted my bank. At the time of calling, no refund has been issued.

  Business Response

  Date: 03/18/2024

  Thank you for contacting us on behalf of ************.
  
  Our records indicate that ************ spoke with a Cast Member on March 11, 2024 who appropriately addressed his concerns. 
  
  Kindest regards, 
  
  Guest Experience Support & Solutions
  **** Disney World Resort 

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21419541
  
  I am rejecting this response. This response clearly shows the lack of empathy and that Disney World doesn't care at all about its customers---whoever responded did not even read the original complaint. 

  In the initial complaint, I mostly asked for 2 things:

  1. A refund---that has hit my bank on 3/14.

  2. An explanation from Disney World why my order went through (credit card charged, ticket issued) and then cancelled without ever alerting me that it was cancelled. That includes three or more parts:

  a) why it was cancelled in the first place? I didn't ask for the cancellation and I don't think you can cancel at all given the tickets are refundable. ****** from Ticketing Escalation told me tickets can only be cancelled at the request of customers when there is extraordinary circumustances. I could only assume the same rule applies to Disney World. What extraordinary circumustance resulted in this cancellation?

  b) Why was I *never* notified that the tickets were cancelled? For three tickets, Disney World charges more than 450 dollars per day. The ************ opens from 8am to 11pm (a total of 15 hours). That means more than 30 dollars per hour. Had I found out about the cancellation at the gate that morning and given that I spent 3 hours on the phone with customer service, I would only be able to get in after 11am, losing more than 90 dollars. In addition to that, there is no way to enjoy the most popular rides if one gets in at 11am. Granted that this didn't happen, however I still lost 3 hours in the evening before my trip to Disney World. My family was exhausted from lack of proper rest that night. I am not letting this happening to anyone else.

  c) Why was my call to customer service transferred to Park Security, not once, but twice. It could easily be three times had I not stopped the third agent I talked to.

  The response said I talked to Cast Member on 3/11. I don't know what "Cast Member" is. I talked to plenty of people that day on the phone. 3 Hours!! Go figure!! However, none of those people I talked to were able to provide *any* explanation. Nor did they even apologize!!! 

  Sincerely,
  
  *********************

  Business Response

  Date: 03/20/2024

  Thank you for your correspondence.

  We apologize for **************** continued frustrations. Please know these concerns have been appropriately addressed.

  Kindest regards,

  Guest Experience Support & Solutions

  **** Disney World Resort 

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21419541
  
  I am rejecting this response. 
  

  Addressed how??? Did ***** and ****** say it was addressed? Did **** use her magic?

  Thats it. BBB staff, can you please **** this as unresolved or anything thats equivalent? 
  

  I am taking it to ************************ and my state attorney general. I am also posting my experience to every known social media.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spent $3200 on 3 days of park ****** tickets for 5. Called and set up DAS for my special needs child a couple days before our first visit on 2/28/24, and spent $133 twice on genie+ and $85 a third time for genie+, plus $25 for a ticket correction. Disney is an absolute disgrace and is so rude over the phone. I did not realize my tickets expired on 3/3/24 because the my disney experience allowed me to make a reservation for character dining that REQUIRES a park ticket for 3/4/24. The app does NOT allow you to make reservations until you buy tickets. There was NO indication the tickets expired until I tried to buy genie+ the morning of 3/4. I had to wait another hour for customer service to open to call them and try to get this straightened out and was told there was NOTHING they could so over the phone and I would need to pack up all 5 of us (special needs child included) and drive over 45 mins to the park and HOPE someone at guest services could do something. And that the DISNEY app that knows EVERYTHING wouldn't know if my tickets expired, but somehow knew not to allow me to make reservations before buying tickets. After escalating to a manager I was told it would be over $500 to exchange my unused portion of tickets for the same exact tickets on 3/4. Disney is absolutely disgusting and has no magic left what so ever. They are NOT friendly for those with special needs and I could barely convince my disney obsessed child to finish our remaining tickets. Genie+ barely gets you 2 extra rides a day. Magic Kingdom takes over an hr and 3 modes of transportation from the parking lot to the entrance! It's ridiculous and not one person ever mentioned what that process would be like. It was terrible and how I was treated by phone was despicable. I will never return and would never spend another ***** on anything disney.

  Business Response

  Date: 03/15/2024

  Thank you for contacting us on behalf of ****************.
  
  Our records indicate that **************** spoke with Cast Member in person on March 4, 2024 who appropriately addressed her concerns. 
  
  Kindest regards, 
  
  Guest Experience Support & Solutions
  **** Disney World Resort 

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21411212
  
  I am rejecting this response because: The cast member did not adequately address my issue. Both cast members I spoke to were rude and extremely unempathic. I had to give up my very expensive park ****** option or spend an additional $500. Again your app that will NOT allow me to make reservations before buying tickets and literally tracks every move my entire travel party is making should not allow reservations if the tickets have expired. And for $3200 + genie+ and traveling with a person with disabilities (had DAS passes) tickets should not expire that quickly! My special needs child had an awful experience at the parks and had a very hard time returning in the extremely short time frame. 

  
  *******************************************************

  Business Response

  Date: 03/20/2024

  Thank you for your continued correspondence on behalf of ****************.

  We are sorry to learn of ******************** continued disappointment. **************** did speak with several Cast Members both by telephone and at our Theme Parks and was provided the appropriate assistance for her concerns.

  Kindest regards,

  Guest Experience Support & Solutions

  **** Disney World Resort 

   

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,My brother, along with my 2 kids and I drove from ************** to ********* ******* to have a magical time at Magic Kingdom on 3/1/2024. I was initially very apprehensive about bringing who is an autistic, as well as diabetic brother, to such a huge park, but we were reassured by many that he would have no issues having a good time as Disney is very inclusive. Our trip ended up being anything but magical. We arrived at the park midday as I had to prepare myself to take on an infant, a toddler, and special needs brother. I brought along two strollers to accommodate the insulin that my brother is required to have, and kept it located in an insulated cooler. I purchased fast passes to help the day go smoother, and we decided to book the tea cups attraction. I navigated to the designated stroller section and spoke with an employee confirming this was the correct area to park the strollers. I advised the employee that we had insulin that we needed to make sure my brother had access to, and the employee reassured me that I was parking the strollers in the correct place. After getting situated, I once again stressed to ANOTHER employee that we had important medication, and wanted to again confirm that we were in the correct area and was reassured a second time that we were. We then went ahead to the tea cups attraction. Unfortunately, after navigating back to the stroller section we had originally left our strollers at, they were not there. I immediately started looking around and could not locate either of the strollers. After an HOUR of looking, a park employee noticed our distress and helped us locate our strollers which were parked in a completely different area, nowhere near the tea cups. The employee apologized but became very annoyed and frustrated after I explained how this was in no way okay. She also could not offer an explanation as to why the strollers were in a completely different area so far away from the tea cups attraction. At this point, my 2 month old was screaming, as she was due to eat an hour before. The chaos threw my autistic brother into a bad episode, as losing his insulin was very alarming to both of us as he was also due to take his insulin after the tea cups attraction. It took over an hour to calm everyone down and I was not able to get my brother back into a positive mindset. This situation occurred after only riding TWO attractions and my family and I eventually decided to leave the park early and in tears as it was a stressful situation for everyone. We were able to ride a few rides but it was not the experience we expected or should have had while visiting Disney. There is no excuse for our strollers having been moved so far away when I was reassured by 2 park employees that they were in the correct area. I promised my family an unforgettable experience, and instead was met with a stressful situation. I felt our tickets and fast passes were a huge waste, and it was very disappointing as a mother, and a sister to have my family experience the opposite of what was expected out of a trip to Disney. With the hotel, rental car, and money spent in and out of the parks, at the other Disney properties I dont feel that we received the best Disney has to offer.

  Business Response

  Date: 03/07/2024

  We are sorry to hear of ************************ concerns with her recent visit. For further assistance, we would invite her to contact us directly at **************************************************************** A Cast Member will be happy to address her concerns. 
  
  Kindest regards,
  
  Guest Experience Support & Solutions
  **** Disney World Resort